LeaninHigherEduca/onConference:Implemen/ng,MeasuringandSustainingChange

Username:MacquarieEventsPassword:lean2017

Viewtheprogramonlineat:mq.edu.au/events/lean-program

ChangeWithoutEgo

KarenKuslerandSteveKreidler

UnitedStates

ChangeWithoutEgo

November3,2017Presenter:KarenKusler,

UniversityofTexasatArlingtonContributor:SteveKreidler,

MetropolitanStateUniversityatDenver

Ins=tu=ons

UniversityofCentralOklahomaTimeframe:2001-2017Enrollment:16KStaff:1400Faculty:1700Type:RegionalUniv.

MetropolitanStateUniversityatDenverTimeframe:2015-2017Enrollment:24KStaff:1500Faculty:1500Type:RegionalUniv.

UniversityofTexasatArlingtonTimeframe:July2017Enrollment:56KFaculty&Staff:5000Type:ResearchUniv.

Situa/on

Processes–broken,band-aidfixes,papersignatures,manualcheckpoints

People–loyal,seasoned,frustrated,processpatchability(vision)

Technology–legacynetworktransi/onedtoBanner,3rdpartyproducts

LeanIntroduc/on

Facili/es were deteriora=ng due to lack ofpreventa/vemaintenance.Ateamoffrontlineemployees streamlined the process usingLean.Thechangeintheprocessthatimpactedthe safety and facility temperature impressedthe campus. Pain point projects wereiden/fiedandthejourneystarted.

TeamDesign

Focusonprocessacrossfunc=onal

areas

Solu/onstoreducestaff

stress

Frontlineemployeesverifycurrentprocess

Ensureaccuracy

Lowcotsolu/ons

2014StaffClimateSurveyAgree SurveyItem Impact

4.25 Iworkindependentlyonreoccurringworktasks(includesprojects)

3.50

4.12 Iamtrustedtomakedecisionsregardingmyassignmentsandservices

4.07

3.79 Thereisaspiritofcoopera/onamongstafftogetthejobdone 3.77

3.73 Iamcomfortablesta/ngconcernsorfrustra/onswiththeworkenvironmenttomysupervisor

3.66

3.96 Ihaveatrus/ngworkrela/onshipwithstaffandfacultyinmyarea

3.90

3.83

Ihavefeelingsofpersonalaccomplishmentsinmyworklife

3.83

Agreescale(5points)–stronglydisagree(1)tostronglyagree(5)Impactscale(5points)–verynega/ve(1)toveryposi/ve(5)417responses(about30%responserate)

ChangewithoutEgo

Employeeswerefocusedonefficiency

TargetwastoimprovedepartmentKeyPerformanceIndicators

Individualcreditforaccomplishmentsnotexpectedordesired

MakeworkenvironmentbeJer

Situa/on

Processes–work-arounds,undefined,papersignatures,mul/plecheckpoints,consor/umenvironment

Technology–Bannernetwork,restrictedauthority

People–proud,hard-working,task-focused,competent,shorttenure,accep/ngofchange

Challenge

Consor=umcampuswitharesearchuniversity(CU), a regional university (MSU), and acommunity college (CCC) impacts control ofprocesses. Many func/ons are mixed withMSUini=a=ngac/onandthecentralservicesfinalizingtheac/on.Someoftheseprocessesinclude: facili/es, purchasing, parking, andsecurity.

Challenge

Thehiringprocesswasapainpoint takingupto 9 weeks aeer the applicant closing date.TheHR leadership changed froma controllingdirector to an empowering director in spring2016. Mostoftheemployeeshad lessthan3yearsexperience in their posi/ons. Althoughthey were competent, they were hesitant tosharesolu/onstoissues.

TeamDesign

Supervisorsandkeyemployeesonsolu=ons

team

Focusonaccess

Frontlineemployeesverifycurrentprocess

Increasesystemconsistencyand

accuracy

ChronicleBestCollegetoWork2017StaffClimateSurvey

SurveyItem Agree

Iamgiventheresponsibilityandfreedomtodomyjob 79%

Mysupervisor/departmentchairsupportsmyeffortstobalancemyworkandpersonallife

79%

Iunderstandhowmyjobcontributestothisins/tu/on’smission 85%

Iamproudtobepartofthisins/tu/on 78%

Allthingsconsidered,thisisagreatplacetowork 70%

1000responses(about30%responserate)

ChangewithoutEgo

Shy about being recognized as change agents

A team focus helping

co-workers

Situa/on

Processes–highlyautomated,limitedcoordina/onacrossdepartmentsinsharedmanagementenvironment

Technology–Oracle/PeopleSoenetwork,highcustomiza/on,staffgrowthspurt

People–commiied,mixofnewtoHEandseasoned,specialist,competent

NewTechniques

The Office of Informa/on Technology needed aBusiness Process Specialist to bridge thecommunica=on gap between a need/requestto the technology solu/on. Valida/ng theprocess issues and providing visual tools fortechnologysolu/ons. Thetechnology teamsaresystem thinkers and require use of variousmapping tools (swim lanes, journey maps, valuestreammaps,andprocessflows).

TeamDesign

“OutoftheBox”solu/ons–lowcustomiza/on

Focusonfunc=onalityofprocess

Func/onareasupervisorsdefinecriteriaforsuccess

Hand-offtoPMOandbroughtback

fortes/ng

ChangewithoutEgo

MakethingsbeJer

Focusedonimprovingtheirfunc=onarea

Documen=ngthe3P’s(processes,proceduresandprac/ces)

Searchingforwaystounitenewstaffintheirdepartment

FSVSM Hiring Vacancy to Adv - Faculty - Nov 2016.igx

Target - Process in 5 days

Hiring Authority

Launch Position in

PeopleAdmin

Initiator

Total C/T = 10 minutesValue Add: 10 minutesDefect = 0%

1

Advertise Position

EO

Total C/T = 30 minutesValue Add: 30 minutesNVA = 0 minutesDefect = 0%

1

Control Points

HRHiring AuthorityNotification to

Hire

10 minutes 45 minutes

8.75 hours

5 minutes

8.08 hours

5 minutes

8.08 hours

30 minutes

24.5 hours

15 minutes

8.25 hours

30 minutes 30 minutes

Lead Time = 58.8 hours

VA / T = 170 minutes

Initiator

Superviosr

Instructions

Instructions

Instructions

Verify Changes

Made

Hiring Manager

(Chair) (Dean)

Total C/T = 5 minutesValue Add: 5 minutesNVA = 1 daysDefect = 5%Comments: Hiring Mgr & Next Level Supervisor

2

Job Description Reviewed

HR

Total C/T = 45 minutesValue Add: 45 minutesNVA = 1 daysDefect = 50%Comments: qualifications match tasks & worded clear

1

Check for Discrimatory

Wording

EO Staff

Total C/T = 15 minutesValue Add: 15 minutesNVA = 1 daysDefect = 5%

1

Create Posting

EO Staff

Total C/T = 30 minutesValue Add: 30 minutesNVA = 0 secondsDefect = 1%Comments: Submit to Post

1

LAG is Lead Time (8 hr shifts)

CT is VA/T

Re-eval or create position

Director or Hiring Auth

Comments: What type of vacancy

3

People Admin Software

Input ApproveApprove

Approve Post

FS VSM Hiring Vacancy to Advertising - Faculty Hires 11/30/16

Team Members:Facilators Karen Kusler and Vitaliy Krutikov

Paul Hitchcock, Jay Allen, Cipriana Patterson, Patsy Hernandex, Emily Willan, Kathy Heyl, Amie Kaufenberg, Nanette Wilcot

Lag = 7 days 2 hoursCT = 2 hours 50 mins

Add Posting Info Questions to People Adm

Fiscal Mngs trained and held

accountable

Move Job Descrip Review

to HR

Create SOPs for all functional staff

in process

Checklist for Initiator

Comprehensive Training for Initiator,

Hiring Mgr, Supervisor

6 Touches + 2 potential rework

Checked for Accreditation Requirements

Deputy Provost

Total C/T = 30Value Add: 30 minutesNVA = 3 daysDefect = 5%

1

Verify Changes

Made

Next Level Supervisor

(Dean)

Total C/T = 5 minutesValue Add: 5 minutesNVA = 1 daysDefect = 5%Comments: Hiring Mgr & Next Level Supervisor

2

ValueStreamMaps

SwimLanesConcept Triage Process

Stra

tegi

c Pl

anni

ng G

roup

IT G

over

nanc

e Te

amIT

Exe

cutiv

e Bo

ard

Tria

ge T

eam

Cust

omer

Week 2Week 1Week 0

Submit Concept Document

Interview CustomerIdentified Executive Sponsor?

Is Funding Available?

Review at Weekly Triage

Receive Signed Concept Document & Concept Tracker

Can Concept Move Forward?

Update Tracker

Develop Business Case

Discontinue Work

Yes

Yes

No

Yes

NoCan Concept Move Forward?

Discontinue Work

Complete MOU Matrix

Receive Signed Concept Document & Concept Tracker

Discontinue Work

No

Is Budget Requested for

Next FY?

No

Yes

Review MOU Matrix and Sign

A

A Update Customer

A

No

Yes

JourneyMapsLEGEND

TASK/ACTION

WEBSITE/CAMPUSSYSTEMS

OTHERSYSTEMSLINKEDIN

WEBPAGEANDUSEDFORFUNCTION

EMOTION/ATTITUDE

Why

AcceptFinancialAidAward

1sttimeborrowersrequiredonlinetraining&masterpromissorynote

MyMavDirectcommunication?

https://www.uta.edu/fao/

Set-upScholarshipProfile

SearchScholarshipstoApplyfor

Websitehttps://www.uta.edu/fao/https://www.uta.edu/fao/scholarships/index.php

TerryScholarApp–notifiedthroughRecruitmentCommunicationPlan

MyMav MyMavScholarShop(AcademicWorks)

ScholarShop(AcademicWorks)

VerifyFinancialAidwhenChangesare

Posted

VerifyPaymentDueDates

ReceiveFinancialAiddistributioninformation

FinancialAiddistribution10dayspriortoclassesstart

CommunicationthroughMyMav

MyMav

MyMavcommunication

MyMav

MyMav MyMav

MyMav MyMav

Adjustaidforenrollmentchanges

MyMavnotices

MyMav

Onlinesystemisfine.

UTAjustdirectsthemtothetraining.Whythetrainingis

requiredandamountoftimetocompletewouldbe

helpful.

CurrentlyhavetocompleteaprofileinScholarShopfor

accesstoscholarships

Scholarshipinputisinconsistentin

ScholarShopandcanbeconfusingonwhattheyare

eligibleforandhowmuchtheawardis.

Anotherstepbeingdoneafterdaysorweeksfromthefirst

step.

Clearlycommunicated.

Studentsaresometimesconfusedonwherethefundsaredistributedto.DisbursementgoestoMyMavStuAcct,

notbank.

Studentsaresometimesconfusedonwherethefundsaredistributedto.DisbursementgoestoMyMavStuAcct,

notbank.

Changesarenotcommunicatedwith

specificsofthestudents,but

genericstatements.

FacultyActivityReport-Collegesetcriteriafortimeperiodreported

TeachingPerformance(SFSreportandadditionalquestions)

RenewaldecisioncheckboxfieldsandsummarystatementfieldinWorkFlow:RecordofVote(currentlymandatoryform)#torenew#torenewwithreservation#tonotrenew#abstain Summarystatement

fieldinWorkFlow

RenewaldecisioncheckboxfieldsinWorkFlow:RecordRecommendationtorenew,renewwithreservation(yrs.3-5),notrenew.

SummarystatementfieldinWorkFlow

ElectronicfilesinWorkFloweliminatesneedforADMINtomakecopies

Uploadofdocumentsreplacesthethumbdrive

andBoxfileusedcurrently

SummarystatementfieldinWorkFlow

RenewaldecisioncheckboxfieldsinWorkFlow:RecordRecommendationtorenew,renewwithreservation(yrs.3-5),notrenew.

Year1and2doestheDeanhaveanoptiontosendanon-renewal

decisionwithoutProvostinput?

ACTP(Dept/Schoolcommittee)reviewandinputvoteandsummarystatement

inworkflow

Chair/ProgDirsharereportwithFaculty

Member(shareredactedletters)

Chair/ProgDirinputrecommendationandsummarystatement

Deaninputsrecommendationandsummarystatement

Provostreviewssummary

statements,votes,&recommendations.Acknowledgereview.

Sendsreporttostate.

Archiveinaformatwherereportcanbepulledfordecision

yearprocess

Inpersondiscussion

FacultyMemberacknowledgereview

ofthereport

WorkFlowinitiatedbyUTAuploadof“transmittal”information–

designatingwhodoeswhichwork

flow

FacultyMemberuploadrequired

documentstoWorkFlow

Summaryreportcompiledandsentto

theProvost

ExecutiveAssistant

technicalsupport

Onlysummarydocumentissentto

theProvost

BusinessProcessMap

TeamDesign?

Staff are compensated (addi/onal pay) whentheycompleteac/vi/esnotdefinedintheirjobdescrip/on. The areas that use this paymentmostareAcademicsandAthle/cs. Theprocessspeed is fine, but amounts paid and types ofac/vi/escompensatedforareinconsistent.

§ Whoshouldbepartoftheteam?§ Whatwillbethefocusoftheproject?

MapFormat?

StudentsarehandedoffbetweentheofficesofFinancialAid,Scholarships,andFinancialServicestoprovidefinancialinforma/on,verifyfundingandset-upautopayment.Studentconfusioniscommon.

§ Whichmapformatwouldillustratetheprocessbest?

WhatApproach?

§ Whichmapformatshouldbeusedtoillustratetheengagement?

§ Whoshouldbeincludedintheconversa/on?

AlumniengagedwiththeUniversityaremorelikelytogivemoneytoUniversitycampaigns.Thegoalistoiden/fywhattheUniversityisdoingwellandwheretheycouldimprovetokeepAlumniengaged.

ContactUs

KarenKuslerUniversity of Texas at Arlington Office of Information Technology Business Process Transformation Specialist 701 Nedderman Drive Arlington, TX 76019-0318 karen.kusler@uta.edu karen.kusler@gmail.com (personal) 817-272-7416 (office) 405-206-0109 (cell)

SteveKreidlerMetropolitan State University at Denver Vice President for Administration/CFO Campus Box 67, PO Box 173362 Denver, CO 80217-3362 skreidl1@msudenver.edu 303-556-5726

LeaninHigherEduca/onConference:Implemen/ng,MeasuringandSustainingChange

Username:MacquarieEventsPassword:lean2017

Viewtheprogramonlineat:mq.edu.au/events/lean-program

ChangeWithoutEgo

KarenKuslerandSteveKreidler

UnitedStates